AN UPDATE ON COVID-19 AND WHAT IT MEANS TO YOU
Last Updated 30/03/2020
We are open for orders but experiencing delays to our delivery promise. You can check the delivery date and status of your orders by logging into ‘My Account’ via the website or the App. We ask you to refrain from contacting our Customer Care teams at this time to help us to prioritise the most vulnerable. Further detail below.
We are closely monitoring every development making sure everything we do is right for you and in line with government and World Health Organisation guidelines – plus we are also taking some steps ourselves to help things run smoothly during the Covid-19 outbreak.
We take the welfare of our customers very seriously and we recognise that this is a particularly worrying time for you all. In response to the coronavirus outbreak, we and a number of our Partners are continually updating the measures being put in place surrounding delivery, returns, customer service and payments.
We aim to keep you in the know with the most up to date information, but because the situation is complex and evolving rapidly, things may change, so please check back here for the latest updates.
If you need to get in touch
We are currently extremely busy and need your help to lower the number of people calling in so that we can make sure we’re supporting our most vulnerable customers and customers who are facing difficulty making payments. We know this is frustrating and we’re continually reviewing our options and looking to find new ways of being available to you. If you are having difficulty making payments, please visit our website and go to our Help & FAQs section where we will be able to answer your queries.
Making a Payment
If you normally make your payments via Pay Point, Post Office or by going into the bank, here are some alternative ways for you to pay:
- Pay by debit or credit card via My Account. To do this, log into My Account and choose Make a Payment. This is quick and easy, and you can pay by debit or credit card.
- You can also set up a direct debit via My Account and all you will need is your bank account number and sort code.
For more information or concerns, visit the ‘Help’ pages or check ‘My Account’ and you’ll also be able to see the range of payment choices that are available to you. The app is a really easy way to track order status, payment and returns.
Your deliveries & returns
All of our carriers are still delivering, and we will continue to practice social distancing to minimise the risk of contact – you can help by ensuring you have updated My Account with the best safe place to leave your parcel.
Our standard delivery is currently taking slightly longer than normal and we’re working on a 5 day+ service. Please use ‘My Account’ for delivery information.
On larger deliveries we’ll contact you before we arrive to arrange a doorstep or safe place delivery to avoid entering your home, i.e. a garage delivery. This also means, added services such as unpacking, connections and installations will no longer be available.
On larger made to order items (e.g. sofas, mattresses and beds) we are unable to confirm an exact delivery date at this time. When you place an order, we will provide you with a best estimate for delivery at that time and we will be in touch to confirm your delivery date as soon as we’re able to.
Many Collect Plus stores and Post Office counters remain open wherever possible for deliveries and returns. A very small number of stores are currently closed and have been removed from the list of available stores at checkout. Please check here https://www.collectplus.co.uk/store-locator or Royal mail at https://www.postoffice.co.uk/branch-finder.
To make it easier to manage at this time we’ve increased our returns window to 50 days for all standard deliveries for orders placed from 1st March until the end of April. For larger deliveries (2-person) just continue to let us know in the usual way within 28 days, we’ll then contact you to agree a collection when the time is right.
We hope this is a little bit of comfort in unsettled times and we’ll keep you right up to date when things change, take care and thanks for your continued support.
Stay Safe x